pramana
pramana

Senior Engineer - Support

pramana
Bengaluru, Karnataka, India
Full-time2 - 4 yrs
3ds ago1 view1 clicked apply
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Role: Senior Engineer - Support

Location: Bangalore

Experience: 2+ years

About Evident Digital Pathology
Evident Scientific, formerly part of Olympus Corporation, is a global leader in life-science microscopy and optical instrumentation. Following the recent acquisition of Pramana, a pioneer in Autonomous Digital Imaging, Evident has combined its world-class optical heritage with Pramana’s software, robotics, and AI innovation to define the future of Digital Pathology.
Our young, high-performing engineering team has already taken the industry to its next node in autonomy—building the world’s most advanced whole-slide imaging platform, deployed at the Mayo Clinic to create the world’s largest digital pathology archive. Today, this technology is trusted by more than 30 top-tier medical institutions across the U.S. and Europe, powering Clinical workflows directly aiding in patient care.
As part of Evident, this team is now advancing to the next level of autonomy—moving from autonomous imaging to intelligent imaging, where scanners, data systems, and user interfaces are self-aware, adaptive, and capable of real-time AI inference at the edge.About Evident Digital Pathology


Roles And Responsibilities
  • Providing L2 level technical support through the case handling process for Pramana's products. Participating in special projects (e.g. customer pilots and task forces) and in troubleshooting activities which require remote and on-site support.
  • Member of 24/7 emergency on-call rotation.
  • Participating in escalation management and product support practice development activities. Diagnose and resolve day to day technical support issues.
  • Escalate issues to leads where necessary.
  • Responsible for assuring appropriate use of deployments in all locations.
  • Provide remote support to users in other regions when issues are escalated as P1.
  • Adhere and actively work to maintain standards.
  • Provide effective basic user training and Key user inductions.
  • Monitor and perform health checks to deployments and equipment for all locations on a periodic basis.
  • Responsible for logging and tracking defects that have been identified and escalating to the corresponding software engineering leads.
  • Reporting faults and maintaining records on server and site outages.
  • Submit weekly reports to the Regional/global team for highlighted issues affecting deployments within the region.
  • Assuring governance compliance.
  • Prepare documents, meeting materials and correspondence.
  • Perform basic administrative support duties as required to meet specific operational objectives. Assist with daily on call support as and when required or as assigned by Regional/global development team.
  • Work extra hours to meet deadlines, as required and where reasonable.
  • Ensure that a high level of customer service and support is provided to all stakeholders and deployment sites.

Requirements
  • BE/BTech/BCA with a minimum of 2+ years of experience.
  • Extensive knowledge of computer hardware systems.
  • Experience with system installation, configuration and analysis.
  • Extensive experience working with Linux OS (Ubuntu)
  • Experience installing and configuring computer systems and applications for a large company.
  • Good knowledge of shell scripting.
  • Knowledge of Python programming to write simple scripts is desirable.
  • Self-motivated, proactive, and problem-solving aptitude.
  • Ability to organize, prioritize and multitask.
  • Good written & verbal communication skills.
  • Willingness to work in rotational Shifts to support US time zones.
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